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Hosted Contact Center Solution centralizes call traffic.
August 27, 2009 -
Offering functionality to manage and optimize organization's call traffic from secure Web portal, Intelligent Call Control (ICC) v3.2 lets companies combine geographically dispersed employees and multiple call centers into one nationwide call center. Agent Desktop Application, included, provides real-time queue/call statistics access, taskbar alerts, chat application, and screen-pop functionality. Geo-Routing functionality and reporting capabilities are also included.
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Smoothstone Releases Enhancements to ICC Hosted Contact Center Solution
Intelligent Call Control (ICC) Version 3.2 Delivers Greater Features and Control
LOUISVILLE, Ky., Aug. 18 -- Smoothstone IP Communications today announced a series of enhancements to its popular Intelligent Call Center (ICC) Hosted Contact Center Solution with Version 3.2.
First announced in 2006, Smoothstone's ICC platform has allowed clients to manage and optimize their entire organization's call traffic--every office, agent and queue, regardless of physical location--from a secure and easy-to-use Web portal. With ICC, companies can combine geographically-dispersed employees and multiple call centers into one highly-efficient, nationwide call center.
The latest enhancements and features include:
-- Agent Desktop Application--provides access to real-time queue/call statistics, taskbar alerts and the ability to change status on the fly. It also includes a full-featured chat application and screen-pop functionality based on a client-customized URL.
-- Advanced Routing Capabilities--enables new Geo-Routing functionality, like area code, prefix or ANI-based routing, which can be used as stand-alone rules or in conjunction with Time-of-Day routing.
-- Refined Reporting Capabilities--delivers enhanced call flow reporting, real-time reporting statistics, and report detail linked to call recordings--all through a clean, newly-redesigned interface.
"I could write a book on what this tool has done for us, especially in these trying economic times," said Timothy Busbice, IT Manager at AVAD, LLC. "ICC is very easy to use and allows us to monitor our 52 sales queues throughout North America, identify issues instantly and reroute our traffic in literally seconds--before small problems become major issues. Smoothstone has given us the ability to be our own phone company with all the features this reliable tool provides."
"When we first designed ICC, we knew it would benefit contact centers, especially among mid-size enterprises," said Shelly Godfrey, Chief Operating Officer of Smoothstone IP Communications. "This new upgrade to ICC is a result of real use and honest customer feedback from valuable clients, like AVAD. We couldn't be happier that AVAD and our other ICC clients truly benefit from the latest version of our ICC application."
About AVAD, LLC
AVAD LLC, a wholly-owned subsidiary of Ingram Micro Inc., is the most complete custom electronics provider in North America. Offering customers the most trusted brands, AVAD stocks complete systems solutions for home theater, pro AV, lighting controls, distributed audio/video, central vacuum and more. Further, the company is dedicated to dealer education, training and skill advancement, as evidenced by AVAD University's over 450 online and classroom continuing education classes held each year. AVAD ensures just-in-time delivery from each of its 28 North American facilities.
About Smoothstone IP Communications
Smoothstone IP Communications is a nationwide provider of unified IP communications services to mid-sized enterprises. Smoothstone delivers Voice over Internet Protocol (VoIP), IP trunking, unified threat management, MPLS networking, contact center solutions, messaging and advanced collaboration tools as a unified suite of managed services and cloud based applications. Smoothstone's scalable, on-demand applications & services can be integrated with a customer's existing network and telecommunications infrastructure, operational processes and employee activities, enabling a customer to migrate to unified IP communications as their business requirements dictate. For more information, visit www.smoothstone.com or call (800) 773-3037.
CONTACT: Steve Simon, SS|PR, +1-847-415-9347, steve@sspr.com
Contacts:
Public Relations:
SS|PR
Steve Simon
USA
Phone: 847-415-9347
 E-mail this person
Company Information:
Name: Smoothstone IP Communications
Address: 707 W. Main St.
City: Louisville
State: KY
ZIP: 40202
Country: USA
Phone: 800-773-3037
FAX: 502-315-5162
http://www.smoothstone.com
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User comments about this story
Hosted Call Center
Thanks, i was searching for the same solution about hosted call center and finally i found you through Google search :) mind blowing!
By Hosted Call Center on Sep 26, 2009 11:10
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